User`s guide

FIGURE 6-1 Typical Button Assignments on a CMS Agent Voice Terminal.
1 The volume control adjusts speaker and ringer 6 An Assist (MSG WAIT) button is used by the
loudness.
2 Conference, Drop, Transfer, and Hold help the
agent handle calls more efficiently.
3 The T/P switch is used to program and test
voice terminal features. For CMS operation,
the switch must be set to the middle position.
4 The lights next to the three agent-state buttons
(Available, ACW, and Logged Out) let CMS
know whether an agent is currently available
for CMS calls, doing after-call-work, or is
logged out.
agent to turn on a light at the supervisor voice
terminal to signal that the agent needs help.
The agent can use this signal at any time, even
during a call.
7 DSS or Flexible DSS buttons allow an agent to
place inside calls with one touch.
8 Repertory Dialing buttons allow an agent to
place inside or outside calls with one touch.
9 An optional headset and adaptor maybe
plugged into the jack labeled "Other" or “HFU”
underneath some types of voice terminals.
5 The flashing green lights next to the System
Access buttons
show the button on which a call
is coming in. The number on the button label
is the PDC (extension) of this voice terminal.
6-4 The Agent’s Voice Terminal